Experienced Customer Solutions Specialist – Global Customer Experience and Resolution Expert – Remote Opportunity in the US

Introduction to Blithequark

Blithequark is a leading global airline committed to connecting people and uniting the world. With a presence in hundreds of locations worldwide, blithequark serves millions of customers with a diverse and inclusive workforce. As an organization, blithequark values diversity, equality, and inclusivity, fostering an environment where employees can thrive and contribute to the company mission of uplifting communities and providing exceptional service. The airline industry is rapidly evolving, with a focus on innovation, customer experience, and operational excellence. At blithequark, we are dedicated to staying at the forefront of this evolution, and we are seeking talented professionals to join our team.

Job Summary

As a Specialist in Global Customer Solutions at blithequark, you will play a crucial role in ensuring high-profile customer issues are addressed promptly and effectively. You will collaborate with various departments to investigate and resolve escalated incidents, communicate with stakeholders, and identify opportunities for enhancing customer experience. This is a unique opportunity to join a dynamic team dedicated to excellence in customer service and innovation in the aviation industry. As a remote position, you will have the flexibility to work from anywhere in the US, with flexible working hours to accommodate a dynamic and deadline-driven environment.

Key Responsibilities

• Research and partner with stake-holding departments to address high-profile customer issues, ensuring prompt and effective resolution.
• Ensure proper documentation and representation of cases, including public statements and follow-up actions, to maintain transparency and accountability.
• Conduct root cause analysis and provide suggestions for addressing failures, identifying opportunities for process improvements and implementing changes to prevent future incidents.
• Collaborate with external organizations to establish customer experience history for escalated incidents, fostering strong relationships and ensuring seamless communication.
• Provide leadership updates and executive-level communications on incident handling and resolution, demonstrating expertise and professionalism in high-pressure situations.
• Proactively identify opportunities to improve customer resolution processes, driving innovation and excellence in customer service.
• Offer subject matter expertise and escalation support to team members and external contact center groups, mentoring and guiding colleagues to ensure exceptional customer experiences.

Essential Qualifications

To be successful in this role, you will need:

• Minimum two years of operational or contact center experience, with a proven track record of resolving complex customer issues and providing exceptional service.
• Superior written and verbal communication skills, with the ability to interact professionally with stakeholders at all levels, including executive-level communications.
• Strong problem-solving ability and decision-making skills, with the ability to analyze complex situations and develop effective solutions.
• Proven analytical skills and attention to detail, with the ability to conduct root cause analysis and identify opportunities for process improvements.
• Proficiency in email applications and Microsoft Office products, with the ability to learn and adapt to new systems and technologies.
• Legal authorization to work in the United States without sponsorship, with the ability to work remotely and manage flexible working hours.
• Experience with highly complex cases and customer service escalations, with a proven ability to remain calm and composed under pressure.

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Bachelor's degree in English, Journalism, or a related field, with a strong foundation in communication and writing.
• Foreign language proficiency, with the ability to communicate effectively with customers and stakeholders from diverse backgrounds.
• Knowledge of blithequark policies, procedures, and initiatives, with a strong understanding of the airline industry and its complexities.
• Experience in the airline industry, with a proven ability to navigate complex systems and processes.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Specialist in Global Customer Solutions, you will have access to a range of training and development opportunities, including:

• Comprehensive training programs, designed to enhance your skills and knowledge in customer service, communication, and problem-solving.
• Mentorship and coaching, with experienced professionals guiding and supporting your development.
• Opportunities for career advancement, with a clear path for progression and growth within the company.
• Access to industry-leading technologies and systems, with the opportunity to develop your technical skills and expertise.

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and inclusive work environment. As a remote employee, you will be part of a virtual team that is dedicated to excellence in customer service and innovation in the aviation industry. Our company culture is built on the values of diversity, equality, and inclusivity, with a strong focus on employee well-being and satisfaction. We offer a range of benefits and perks, including:

• Competitive salary ranging from $57,700 to $87,560, based on experience and skills.
• Bonus eligibility, with opportunities to earn additional income based on performance.
• Comprehensive benefits package, including medical, dental, vision, life, accident, and disability insurance.
• Parental leave and employee assistance program, with a strong focus on supporting the well-being of our employees.
• Commuter benefits and flight privileges, with the opportunity to travel and experience the world.
• Paid holidays and time off, with a generous leave policy that allows you to recharge and relax.
• 401(k) plan with employee and company contribution opportunities, with a strong focus on supporting the financial well-being of our employees.

Conclusion

If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Specialist in Global Customer Solutions at blithequark, you will be part of a dynamic team dedicated to excellence in customer service and innovation in the aviation industry. With a commitment to diversity, inclusion, and employee well-being, blithequark offers a supportive and rewarding work environment where you can make a difference. Don't miss this opportunity to join our team and take your career to new heights. Apply now and become a part of the blithequark family!